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ENAR
Refund policy

When a top-up can be reversed, and how to ask for it.

The simple version

  • If the BHD credit has not yet landed on the prepaid balance, we will reverse the payment to the original card.
  • If the credit has landed on the SIM, it cannot be reversed — the balance has been delivered.
  • If the payment was taken but the credit never lands (routing failure, inactive SIM, processor error), we initiate the reversal automatically.

How to request a reversal

  1. Email support@refillphone.org within 24 hours of the timestamp on the confirmation page.
  2. Include the Order ID (starts with BH-RP-) and a short description of what went wrong.
  3. Expect a first reply during the next business day in Bahrain. We will tell you whether the credit can be reversed and when the funds should appear back on the card.

Time on the card side

Once we approve a reversal, the issuing bank decides when the funds become visible on your card statement. For most issuers this is between two and ten business days. We have no influence over the bank's settlement schedule.

Disputes

If you raise a chargeback with your issuing bank before contacting us, the bank will reach us through the payment processor with their own evidence request. The Order ID is the fastest way for us to find your record and respond.

What is never refundable

  • Credit that has been fully consumed by the SIM holder after a successful top-up.
  • Top-ups sent to a +973 number that you typed incorrectly, once the credit has been settled on the balance.
  • Any card-network or correspondent-bank fees added on the issuer's side — those are returned by your bank, not by us.